What are the responsibilities and job description for the Manager, Consumer Intake Team position at Lawyer.com?
Founded in 2009, Lawyer.com is a leading U.S. legal directory that has matched over a million consumers with local lawyers. We take pride in successfully connecting consumers in a time of need with qualified local legal representation. To support our mission, we are seeking a dedicated and passionate Consumer Intake Manager to lead our Basking Ridge team delivering exceptional lawyer matching services to consumers.
As the Consumer Intake Manager at Lawyer.com, your responsibilities include:
- Manage a team of Intake Specialists responsible for processing a high daily volume of consumer phone referrals.
- Set clear goals, establish performance expectations, and regularly assess individual and team performance to drive continuous improvement.
- Develop and streamline the consumer intake process, implementing best practices to ensure efficient and accurate handling of customer interactions.
- Work with the product and tech development teams to continuously advance the intake platform to deliver cutting edge services leveraging AI, voice sentiment and other technologies to increase service quality and efficiency.
- Maintain a comprehensive understanding of Lawyer.com's products, services, policies, and procedures to effectively address customer concerns and provide appropriate guidance.
- Prepare regular reports on team performance, consumer feedback, and key metrics, identifying trends, challenges, and areas for improvement.
- Adapt to a fast-paced environment, effectively managing changing priorities to meet customer needs.
- 3-5 years of experience in a managerial role, preferably in a customer service or consumer-focused environment or legal intake.
- Experience recruiting and training new team members.
- Excellent problem-solving skills, with the ability to identify and resolve customer issues effectively and efficiently.
- Willingness to learn and adopt new methodologies and technologies to enhance the consumer intake process.
- Excellent verbal, interpersonal, and written communication skills, enabling effective communication with team members, management and consumers.
- Bachelor's degree or equivalent work experience required.
- Competitive base salary
- Stock options
- Company-wide bonuses
- Generous vacation policy including up to 8 weeks Long Service Leave.
- Medical, dental, and vision healthcare insurance
- Health-oriented work environment including sit/stand electric desks and treadmills
- Fun company events
- Subsidized continuing-education, off-site training courses
- Open management structure encourages communication and feedback
